Over the last year, IT Services has focused on service management and continuous improvement by identifying, documenting and improving the services provided to our university. This also included reviewing, mapping and implementing processes, along with professional development to ensure quality and accountability. The goal of this initial effort was to clearly define services that are highly accessible and transparent for our students, faculty and staff.
IT Services is excited that the Center for Online Learning, Institutional Research, Building Services and Marketing are in collaboration with this initiative to form Metropolitan State’s Enterprise Service Management platform. Using industry best practices, we are moving toward a university-wide, enterprise service management strategy to ensure we have the people, processes and technology in place to support Metropolitan State University’s mission, vision and goals.
Our shared vision and enterprise service management focus has the following characteristics:
- Customer-centric and service focused
- Uniform and simplified
- Contributes to easy sharing of knowledge and ability for customers to self-help
- Self-service 24/7/365 anywhere you have internet access
- Manages customer expectations, provides transparency
- Adds value for students and employees across campuses, across departments
To experience and interact with our new service portal go to services.metrostate.edu. At 10:30 a.m. Tuesday, Jan. 23 in Founders Hall Auditorium, Saint Paul Campus, there will be a meet and greet to showcase this new resource, introduce ourselves, and answer questions you might have.
As a part of this initiative, we collaborated with other early adopters who had requirements for a new ticketing system with the focus of providing services to campus. In March of 2017, a new service management and project management solution was selected. IT Services, the Center for Online Learning, and Institutional Research collaborated to define a first phase of implementation that focused on replacing Oracle RightNow (RNT, Oracle Service Cloud) for a ticketing solution. TeamDynamix was selected in July 2017 as our solution, and we are going live with the first phase of this project early January 2018. There are departments on campus that will continue to use Oracle RightNow (RNT) as a Customer Relationship Management (CRM) solution.
In scope for the first phase was the creation of a service catalog (a menu customers can select services they want to request), knowledge base and customer portal where you can track the status of your tickets and requests. All information has been completely reviewed for accuracy and organized for ease of access. Our approach is for this new tool to be intuitive for our students, faculty, and staff. We are assigning an owner to each service and knowledge base article to ensure the information is routinely updated and accurate.
The next phase of this project includes Building Services and Marketing. Both are eager to build out their own service catalog, knowledge base and ticketing system within TeamDynamix, with an eye toward future implementation of a shared project management solution. In the future, we are looking to benefit our university by applying enterprise service management and project management best practices with additional departments joining this platform.